AO2 Clear
AO2 SKIN is a science-backed skincare company built around patented gas nanobubble technology. Our products are trusted by skincare professionals and customers alike for clarity, recovery, and skin balance. We pride ourselves on transparency, simplicity, and exceptional customer care—because every interaction is an extension of our brand.
Role Overview We are seeking a Customer Service Manager who combines expert communication, empathy, and operational excellence. This role is central to the customer experience at AO2 SKIN and will serve as the bridge between our customers, fulfillment partners, and internal teams.
The ideal candidate is confident communicating with customers who may be frustrated, confused, or seeking guidance, while also being highly organized and comfortable using technology to track issues, shipping details, and outcomes. This role requires hands‑on ownership of customer support, shipping coordination, and response development using AO2 SKIN’s scientific and product expertise.
This is an in‑office role and requires availability during off‑hours, including weekends and holidays, as customer needs arise.
Key Responsibilities Customer Communication & Support
Serve as the primary point of contact for customer inquiries across email, chat, and other support channels
Respond to customer questions with professionalism, empathy, and confidence—especially around sensitive skin concerns, product usage, and expectations
De‑escalate and resolve customer issues while reinforcing trust in the AO2 SKIN brand
Develop and refine customer‑facing responses using subject matter expertise from internal teams (science, product, leadership)
Shipping & Order Coordination
Manage shipping‑related inquiries including tracking, delays, lost packages, and delivery issues
Coordinate directly with fulfillment partners and carriers to resolve issues quickly and accurately
Proactively communicate updates to customers when shipping issues arise
Identify recurring shipping problems and recommend process improvements
Systems, Tracking & Reporting
Log, track, and manage all customer interactions using customer service and CRM tools
Maintain accurate records of customer issues, resolutions, and follow‑ups
Monitor trends in customer feedback, product questions, and support volume
Track success metrics such as response time, resolution time, and customer satisfaction
Process Development & Continuous Improvement
Help build and maintain a scalable customer service knowledge base and response library
Improve workflows, templates, and internal documentation to support consistent, high‑quality responses
Partner with leadership to identify opportunities to improve the overall customer experience
Support product launches, promotions, and seasonal volume increases as needed
Required Skills & Qualifications Communication & Interpersonal Skills
Exceptional written and verbal communication skills
Strong ability to communicate complex or technical information in a clear, reassuring way
High emotional intelligence with a natural ability to show empathy and build trust
Calm, confident, and solution‑oriented when handling difficult situations
Technical & Organizational Skills
Comfortable using customer service platforms, CRMs, and ticketing systems
Strong attention to detail and ability to manage multiple open issues simultaneously
Ability to document issues clearly and track outcomes over time
Proficient with standard business tools (email, spreadsheets, internal dashboards)
Experience & Mindset
Prior experience in customer service, customer success, or operations (managerial experience a plus)
Experience handling shipping, fulfillment, or logistics‑related customer issues preferred
Ability to quickly learn product science and apply it in customer communication
Proactive, accountable, and comfortable owning problems through resolution
Willingness to work off‑hours, including weekends and holidays, as required
What Success Looks Like in This Role
Customers feel heard, supported, and confident in AO2 SKIN
Shipping issues are resolved quickly with clear communication
Customer feedback and trends are tracked and shared internally
Support systems and responses become more efficient and consistent over time
The customer service function scales smoothly as the company grows
Why Join AO2 SKIN
Be part of a science‑driven skincare company with a meaningful mission
Work closely with leadership and product experts
Play a critical role in shaping the customer experience and brand reputation
Join a growing, hands‑on team where your work truly matters
Seniority level
Mid‑Senior level
Employment type
Full‑time
Industries
Personal Care Product Manufacturing
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Role Overview We are seeking a Customer Service Manager who combines expert communication, empathy, and operational excellence. This role is central to the customer experience at AO2 SKIN and will serve as the bridge between our customers, fulfillment partners, and internal teams.
The ideal candidate is confident communicating with customers who may be frustrated, confused, or seeking guidance, while also being highly organized and comfortable using technology to track issues, shipping details, and outcomes. This role requires hands‑on ownership of customer support, shipping coordination, and response development using AO2 SKIN’s scientific and product expertise.
This is an in‑office role and requires availability during off‑hours, including weekends and holidays, as customer needs arise.
Key Responsibilities Customer Communication & Support
Serve as the primary point of contact for customer inquiries across email, chat, and other support channels
Respond to customer questions with professionalism, empathy, and confidence—especially around sensitive skin concerns, product usage, and expectations
De‑escalate and resolve customer issues while reinforcing trust in the AO2 SKIN brand
Develop and refine customer‑facing responses using subject matter expertise from internal teams (science, product, leadership)
Shipping & Order Coordination
Manage shipping‑related inquiries including tracking, delays, lost packages, and delivery issues
Coordinate directly with fulfillment partners and carriers to resolve issues quickly and accurately
Proactively communicate updates to customers when shipping issues arise
Identify recurring shipping problems and recommend process improvements
Systems, Tracking & Reporting
Log, track, and manage all customer interactions using customer service and CRM tools
Maintain accurate records of customer issues, resolutions, and follow‑ups
Monitor trends in customer feedback, product questions, and support volume
Track success metrics such as response time, resolution time, and customer satisfaction
Process Development & Continuous Improvement
Help build and maintain a scalable customer service knowledge base and response library
Improve workflows, templates, and internal documentation to support consistent, high‑quality responses
Partner with leadership to identify opportunities to improve the overall customer experience
Support product launches, promotions, and seasonal volume increases as needed
Required Skills & Qualifications Communication & Interpersonal Skills
Exceptional written and verbal communication skills
Strong ability to communicate complex or technical information in a clear, reassuring way
High emotional intelligence with a natural ability to show empathy and build trust
Calm, confident, and solution‑oriented when handling difficult situations
Technical & Organizational Skills
Comfortable using customer service platforms, CRMs, and ticketing systems
Strong attention to detail and ability to manage multiple open issues simultaneously
Ability to document issues clearly and track outcomes over time
Proficient with standard business tools (email, spreadsheets, internal dashboards)
Experience & Mindset
Prior experience in customer service, customer success, or operations (managerial experience a plus)
Experience handling shipping, fulfillment, or logistics‑related customer issues preferred
Ability to quickly learn product science and apply it in customer communication
Proactive, accountable, and comfortable owning problems through resolution
Willingness to work off‑hours, including weekends and holidays, as required
What Success Looks Like in This Role
Customers feel heard, supported, and confident in AO2 SKIN
Shipping issues are resolved quickly with clear communication
Customer feedback and trends are tracked and shared internally
Support systems and responses become more efficient and consistent over time
The customer service function scales smoothly as the company grows
Why Join AO2 SKIN
Be part of a science‑driven skincare company with a meaningful mission
Work closely with leadership and product experts
Play a critical role in shaping the customer experience and brand reputation
Join a growing, hands‑on team where your work truly matters
Seniority level
Mid‑Senior level
Employment type
Full‑time
Industries
Personal Care Product Manufacturing
#J-18808-Ljbffr